Elana Anderson, CMO
The market will evolve from video conferencing to video interaction, with enterprises and solutions providers alike recognizing the need for and the value of embedding video into user workflows and business processes. Video conferencing will no longer be a stand-alone app. The vendor market will go through an interesting shift, with a burst of innovation that will create new categories of purpose-built solutions beyond conferencing and meeting apps in such fields as customer service, telehealth, and education. This shift will limit the growth of players that continue to rely on dedicated video conferencing app room systems, and it will reward CPaaS players like Vidyo that have emphasized a platform with a robust API set and an enterprise-grade cloud.
Ben Pinkerton, Director of Product Marketing
The use of embedded video will continue to broaden. We will see increasing adoption in telehealth and customer engagement, but additional use cases, such as field services applications, will emerge, driving demand for new device support. For telehealth applications, developers will need to integrate medical devices such as stethoscopes and exam cameras. In customer engagement, developers will need to expand support from personal devices, such as computers, phones, and tablets, to kiosks for retail locations. In the emerging field services space, developers will have to add support for devices that facilitate “see-what-I-see” technology, including wearables like smart glasses and body cameras. With the widespread use of augmented reality (AR) in the consumer space, businesses will start adopting AR to assist with consultative sales. Developers will need to find new ways to integrate AR and video technologies to provide both immersive and collaborative experiences.
Mark Noble, VP of Telehealth
As healthcare systems begin to realize the reimbursement benefits afforded by legislative changes in 2017, we’ll see accelerated expansion of primary care and direct-to-consumer urgent care telehealth programs. 2018 will also be the year that individual solutions for different telehealth initiatives will move toward unified telehealth platforms that provide consistency in user experience and greater accessibility to communications and contextual clinical data.
Roi Sasson, CTO
WebRTC will become much more prominent. Interactive video will be embedded directly into many browser-based workflows, reducing the need for native desktop applications. Interoperability between the major web browsers will become a reality.
Damien Simonneau, Director of Product Marketing for Financial Services
In 2018 retail banks will continue to close brick-and-mortar branches. There will be an uptick in online banking, but mobile banking usage will accelerate dramatically. In some markets, mobile banking will eclipse online banking. Branches will continue to try to reinvent themselves and put resources behind redefining the customer experience with the help of embedded video communication. Many video banking projects will move from pilot to full production status. 2018 may be the year customers experience their first video chat with a banking agent.
Gary Schwartz, VP of Corporate Marketing
People will expect video interaction as part of their day-to-day experience with companies they do business with. Drawing from their experiences in the workplace, they will demand the same enterprise-quality video embedded into their daily business workflows. Except, of course, people don’t think about “workflows.” They think about what they need to get done: a 3 a.m. consult with a doctor, or a vexing mortgage application question for their bank, or a claims adjustment immediately after a car crash, with the driver at fault still at the scene. Vidyo technology means no more hiding behind digital technology. It will come to be an expected part of the customer experience, not something exotic, and enterprise requirements will reflect that reality.